Emma Kaye

WORK HISTORY

EDUCATION

ABOUT EMMA KAYE

With over 20 years of hands-on experience in the financial services industry, I’ve developed a deep understanding of operations and a strong commitment to customer-centric service. In 2022, I moved into a dedicated role as a Vulnerability Consultant within Aviva’s central vulnerable customer team. There, I led the development of internal training, policy, and strategy, and oversaw our network of over 170 vulnerability practitioners. I also began to explore how external partnerships could enhance our internal learning and frontline support, successfully launching a partnership with SignLive and building meaningful connections with a range of charities and support organisations.In 2024, I was promoted to Vulnerability Lead. My focus now is on deepening external engagement and using data insights to identify areas where partnerships or external expertise can help us better support our customers. I currently oversee our Citizens Advice referral and secondment programmes from an operations perspective and I\'ve introduced a partnership with DALs, a verbal translation service supporting our customers where English may not be their preferred language. I continue to work closely with organisations such as the Samaritans and Alzheimer’s Society to help ensure we deliver inclusive, effective support.Alongside this, I remain responsible for vulnerable customer policy, strategy, framework, and outcome measurement. I regularly speak at internal and external events to share best practices and highlight how collaboration across organisations can improve outcomes for people in vulnerable circumstances.Beyond my core role, I serve as a trustee on the board of the Citizens Advice Bureau, where I’m deeply committed to community welfare and advocacy, using my experience to empower individuals facing challenges. I also sit on the Aviva Foundation Advisory Panel helping to create meaningful impact and lasting change in communities.Driven by a passion for championing inclusivity and social responsibility, I thrive in collaborative environments where I can use my expertise to make a meaningful difference.